AccountId: 011433970860
ContactId: 4552fe37-c518-4d2d-ae61-8a5545fc2d22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234550 ms
Total Talk Time (AGENT): 101800 ms
Total Talk Time (CUSTOMER): 82233 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4552fe37-c518-4d2d-ae61-8a5545fc2d22_20250623T15:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning. Good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Uh, how are you? I, I, I have submitted, um.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] You, you said, good morning, how are you? I said, I'm great. How are you?
[CUSTOMER][NEUTRAL] Good, good, good. Um, last week I called and they told me to submit an itemized bill with the diagnostic code, and I submitted it on the website. I just wanted to make sure everything's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I have your policy number and I can check that for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] It's 01816845 ML 7.
[AGENT][NEUTRAL] Thank you and can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh, they updated it last time it's [PII].
[AGENT][NEUTRAL] That is correct. And what is a good call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it looked like we did receive something on the [PII], however, it's currently in line and waiting to be processed, but let me see what you submitted to see if it's attached to the system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, I just wanna make sure it's the right thing so I don't have to worry about it please.
[AGENT][POSITIVE] Sure, no worries.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh my God, my doctor's calling me on the other line. Can I pick it up?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] He said automa be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hello, I'm back. I'm sorry.
[AGENT][NEUTRAL] No worries. So I have a question. I see that you did send in an itemized bill, but do it, it, I don't see that it has the diagnosis codes listed. Was this an emergency visit or a hospital stay?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That was from the hospital, yeah.
[AGENT][NEUTRAL] So you might wanna reach out to them and ask them for a um.
[AGENT][NEUTRAL] UB or 1500 form that includes your diagnosis codes because the diagnosis code is not on here and it looks like when someone do process this claim, they're gonna be requesting the diagnosis codes all over again, even though you did send the itemized bill, but they did not send the diagnosis codes are not listed.
[CUSTOMER][NEUTRAL] So, so what's the, what, what is it?
[CUSTOMER][NEUTRAL] OK, what's the name of, what is it that that you need? What paper?
[AGENT][NEUTRAL] It's a UB. Tell them that you need, when you go call back and request this from them, tell them that you need this for your insurance company and they would know they, they should know what you're talking about, but it's the the 1500 form, the UB or the 1500.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 15004.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1500 for me.
[CUSTOMER][NEUTRAL] OK, all right, and I just upload that as well, right?
[AGENT][NEUTRAL] Right, cause it'll list the diagnosis codes for the reason that she was there.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.